BUCHAREST, ROMANIA — Every year, millions of airline passengers experience delays, cancellations, and missed connections, yet many never discover that they may have legal rights under European passenger protection laws. Irina Ciochiu, Founder of FlightHelp, is raising awareness about the importance of understanding passenger rights and seeking informed guidance before assuming an airline's decision is final.
According to European industry estimates, more than 30 million passengers across Europe may be eligible for compensation each year under EU261 regulations. However, studies suggest that fewer than 40% of eligible passengers submit a claim, leaving billions of euros in potential compensation unclaimed annually. Eurocontrol reports that European air traffic has returned to near pre-pandemic levels, increasing the number of passengers affected by operational disruptions during busy travel periods.
For Ciochiu, the issue goes beyond compensation. It is about making consumer protections accessible to the people they were designed to serve. "Success is creating systems that solve real-world problems at scale, especially in industries where individuals often lack support," she said.
After studying law at the University of Craiova, Ciochiu recognized that many regulations are difficult for ordinary people to use without guidance. That observation eventually led her to establish FlightHelp, a company dedicated to helping passengers navigate complex compensation regulations across Europe. She believes one of the biggest misconceptions is that an airline's first response is always the final answer. "Passenger rights only matter if people are actually able to enforce them," she added.
According to Ciochiu, passengers should be particularly cautious when airlines reject claims by referring to "extraordinary circumstances." "Even when airlines cite extraordinary circumstances, passengers may still qualify for compensation depending on the actual facts surrounding the disruption," she explains. "Many travelers simply do not have access to the operational information needed to properly assess those decisions." She also notes that airlines rarely provide passengers with the detailed operational cause of a disruption in writing, making it difficult for individuals to determine whether a denial is fully supported by the facts.
The impact of flight disruptions extends beyond inconvenience. They cost travelers significant time and money each year through missed connections, additional accommodation, transport expenses, and lost travel opportunities. Ciochiu believes that improving passenger education benefits everyone by encouraging greater transparency and accountability throughout the aviation industry.
To help passengers prepare, Ciochiu encourages them to take several practical steps after any significant flight disruption: keep boarding passes and booking confirmations, save emails and text messages received from the airline, record the actual arrival time at the final destination, keep receipts for any disruption-related expenses, document what airline staff communicate at the airport, learn the basics of EU261 passenger protections, and seek professional guidance before accepting a rejected claim as final.
"Simple preparation can make a significant difference later," says Ciochiu. "Passengers are in a much stronger position when they have complete information."
Irina Ciochiu is a Romanian entrepreneur and legal professional and the Founder of FlightHelp. With a legal background from the University of Craiova, she has built her career at the intersection of aviation, regulation, and consumer advocacy. Through FlightHelp, she helps passengers navigate complex passenger rights frameworks, including EU261, while promoting greater transparency, accountability, and awareness throughout the European aviation industry.
